Front Office/retreats Manager

**Additional Information**
**Job Number**24212938
**Job Category**Rooms & Guest Services Operations
**Location**JW Marriott Venice Resort & Spa, Isola delle Rose, Venice, Italy, Italy, 30133
**Schedule**Full Time
**Located Remotely?**N
**Position Type** Management

**JOB SUMMARY**

Retreats area is the most iconic and luxury rooms area at JW Marriott Venice, with private villas and suites. The Retreats Manger reports to the Director of Rooms and is in charge of the execution of all operations in the Retreats rooms area and manages Front Office Retreats staff.

Strives to continually improve guest and employee satisfaction. Monitors compliance with standards and procedures.

Responsible for the management of all aspects of Guest Service functions in accordance with hotel standards. Directs, implements and maintains guest service and management philosophy that serves as a guide to respective staff.

Responsible for developing and maintaining the acknowledgment and service of all Retreats guests.

Ensures all departments are aware of all Retreats guests’ needs and information prior to arrival that will lead to a unique, memorable and personal stay.

**Education and Experience**
- High school diploma; 3 years’ experience in the guest services, front desk, or related professional area.

OR
- 2-year degree from an accredited university in Hotel Management, Hospitality or related major and 1 year manager experience in the guest services, front desk, or related professional area.

**CORE WORK ACTIVITIES**

**Leading Room Operations Team**
- Manages the execution of all operations in the Retreats rooms area and manages staff.
- Creates and nurtures a property environment that emphasizes motivation, empowerment, teamwork, continuous improvement and a passion for providing service.
- Understands employee and guest satisfaction results and develops action plans to attack needed areas and expand on strengths.
- Verifies that the team has the capabilities to meet expectations.
- Leads by example demonstrating self-confidence, energy and enthusiasm.
- Assists employees in understanding guests’ ever-changing needs and expectations, and exceeding them.
- Manages day-to-day operations services verifying that Quality and Housekeeping Standards exceed the expectations of guests on a daily basis. This includes all pre-arrival activities, Front Desk operations, and Butler staff in order to provide a seamless butler program for guests.
- Develops specific goals for the Retreats area and plans to prioritize, organize, and accomplish work.
- Establishes an effective database to be used by all team members for restaurant and local attractions.
- Provides recommendations and arranges services for guests as requested also with the assistance of other departments
- Maintains awareness of cultural differences needed to meet guest's specific needs and requirements.
- Provides check-in and check-out services and handles reservations when needed.
- Inspects VIP guests’ rooms and coordinates any intervention in order to ensure guest comfort.
- Maintains knowledge of rooms and their locations, services and facilities of the hotel.
- Ensures repeat and VIP guests are receiving appropriate service and ensures their requests are carried out.
- Responds to emergency situations using appropriate procedures.
- Maintains awareness of daily operations and events at the hotel.
- Maintains knowledge of daily house-count, arrivals/departures, VIPs, scheduled in-house group names, background, activities, locations, and times as well as special requests/arrangements
- Complete and communicates employee schedules.
- Provides warm welcome and anticipation of guest needs throughout their stay.
- Inspects grooming and attire of staff and makes recommendations for immediate rectification.

**Providing Exceptional Customer Service**
- Provides excellent customer service by being readily available/approachable for all guests.
- Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department.
- Takes proactive approaches when dealing with guest concerns.
- Extends professionalism and courtesy to guests at all times.
- Responds timely to customer service department request.
- Verifies all team members meet or exceed all hospitality requirements.

**Additional Responsibilities**
- Analyzes information and evaluating results to choose the best solution and solve problems.
- Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.
- Participates in departmental meetings
- Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law._

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